Hi there,
we're developing software and searching for an ticket system. So far osTicket seems to fit our needs perfectly, so we installed the self-hosted version on a PC in our company.
Everything is working perfectly and the osTicket installation seems to be fully operational (except we didn't get the mail access from our IT Department yet...).
Problem is the access for our external users (sub-suppliers as "agents").
In our intranet (NOT internet) everything works fine. For external access we got something called SAGW (secure application gateway), using a VPN tunnel and other stuff.
This SAGW procedure results in a cryptic URL and necessarily IE11 with Java enabled.
IE11 and other browsers are working fine in the intranet, only when our sub-supplier accessing by internet, they get following exception e.g. when viewing a ticket occurs:
jQuery.Deferred exception: "setTimeout$" is undefinied ReferenceError: "setTineout$" ist undefinied
. at sync (eval code:1:58679)
. at set (eval code:1:58250)
. at setCodeAndCall (eval code:1:23534)
. at run (eval code:1:22289)
. at $.Redactor.prototype.init (eval code:1:7580)
. at Redactor (eval code:1:949)
. at Anonymous function (eval code:1:786)
. at each (https://sagw.<COMPANYNAME>.com./support/js/,DanaInfo=.am1331gj10t3z1BDotv-A.Uy.DC8CJI4eH.P,CT=js+jquery-3.4.0.min.js?a076918:2:2907)
. at k.prototype.each (https://sagw.<COMPANYNAME>.com./support/js/,DanaInfo=.am1331gj10t3z1BDotv-A.Uy.DC8CJI4eH.P,CT=js+jquery-3.4.0.min.js?a076918:2:1524)
. at $.fn.redactor (eval code:1:738) undefinded
(^ typed by hand from screenshot, so there might be typos…)
They can log in and navigate corretly, everything looks good. But they can't for example open tickets, reply to tickets or reply to tasks.
By debugging i already discovered, the written text into the reply textfields isn't copied into the hidden input field of the HTML form (which obviously is done by JS, which doesn't get executed because the exception above). So they get an error, they can't commit empty replies.
This leads me to following questions:
- What may cause this exception?
- Are there any restrictions for the URL (e.g. no commas or equals signs)?
- Are there necessary security settings?
- Are other ports than 80 used (only 80 is permitted by firewalls)?
- Ideas how to identify the problem?
Installation path is /support/.
. Intranet: http://<HOSTNAME>/support/
. Internet: https://sagw.<COMPANYNAME>.com./support/,DanaInfo=<CRYPTICTHINGY>).
. We don't use SSL on our webserver, only the SAGW tunnel does.
Server Information:
. osTicket Version: v1.12 (a076918) — Up to date
. Web Server Software: Apache/2.4.39 (Win64) PHP/5.6.9 OpenSSL/1.1.1c
. MySQL Version: 5.5.64
. PHP Version: 5.6.9
PHP Extensions:
. NO: gdlib - Used for image manipulation and PDF printing
. NO: imap - Used for email fetching
. YES: xml - XML API
. YES: xml-dom - Used for HTML email processing
. YES: json - Improves performance creating and processing JSON
. NO: mbstring - Highly recommended for non western european language content
. YES: phar - Highly recommended for plugins and language packs
. NO: intl - Highly recommended for non western european language content
. NO: fileinfo - Used to detect file types for uploads
. NO: APCu - Improves overall performance
. NO: Zend Opcache - Improves overall performance
PHP Settings:
. cgi.fix_pathinfo - "1" is recommended if AJAX is not working
. date.timezone - Setting default timezone is highly recommended
Database Information and Usage
. Schema - agipros_ticketing (localhost)
. Schema Signature - 00c949a623b82848baaf3480b51307e3
. Space Used - 16.84 MiB
. Space for Attachments - 13.50 MiB
. Timezone - Mitteleuropäische Sommerzeit (Interpreted as Europe/Berlin)
Installed Language Packs
. Deutsch (German) — de_DE
Looking forward to get usefull hints to identify the problem.
Kind regards,
Michel_0